RETURNS, REFUNDS AND CANCELLATIONS POLICY
1.INTRODUCTION
This Policy explains cancellations, digital-product issues and refunds for purchases through https://www.ribcandyassist.com/. All products are digital downloads. There is no physical shipping or physical returns process. This Policy forms part of our Website Terms and Conditions.
Supplier: Franco Germani, a sole proprietor trading as RIB Candy Software Assistance. No company registration number applies. Franco is not VAT registered.
Nothing in this Policy limits any right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”) or other applicable law.
2.CONTACTING US ABOUT A DIGITAL PRODUCT
Contact fgermani2486@gmail.com and provide:
2.1 your name and order number;
2.2 the product concerned;
2.3 the reason for the cancellation, refund request or technical complaint;
2.4 relevant error details or screenshots, without passwords, full card details or unrelated confidential information;
2.5 your preferred remedy, where the law gives you a choice.
We may provide a support reference and reasonable diagnostic instructions. Do not send physical items. An administrative reference is not a condition that removes a valid statutory claim.
3.CANCELLING BEFORE DIGITAL SUPPLY
3.1 Contact us promptly to request cancellation before the Digital Product is supplied or downloaded.
3.2 We will assess whether supply has occurred and whether a statutory cancellation right applies. CONFIRMATION REQUIRED — Franco must confirm any additional voluntary pre-supply cancellation arrangement before publication.
3.3 We do not impose a cancellation fee under this draft. Any future fee must be lawful and clearly disclosed before purchase; it cannot apply where cancellation must be penalty-free.
3.4 Once content is supplied or downloaded, the general change-of-mind policy in section 5 applies, subject always to statutory rights.
4.ELECTRONIC TRANSACTION COOLING-OFF RIGHTS
4.1 Certain transactions concluded electronically may qualify for a cooling-off period under ECTA.
4.2 Where ECTA section 44 applies, a consumer may cancel without reason or penalty within seven days after receipt of goods or conclusion of a services agreement, as applicable.
4.3 Where this right applies and payment has been made, the statutory refund must be made within 30 days of cancellation. There is no physical return-delivery charge for our digital downloads.
4.4 ECTA section 42 contains specific exclusions, including certain goods that by their nature cannot be returned and services begun with the consumer’s consent before the cooling-off period ends. Whether an exclusion covers a particular Digital Product requires a product-specific assessment.
4.5 We do not assume that downloading a file or ticking a consent box automatically removes a cooling-off right. LEGAL REVIEW REQUIRED — confirm each product’s classification, any applicable exclusion and the checkout consent process. Any applicable CPA direct-marketing cancellation right is also preserved.
5.CHANGE-OF-MIND RETURNS
5.1 Because digital content can be retained after supply, we generally do not offer voluntary returns, refunds or exchanges merely for a change of mind once the content has been supplied or downloaded.
5.1.1 Please read the product description, format, compatibility requirements and licence terms before purchase.
5.1.2 Contact us before purchasing if you are unsure whether a product meets your needs.
5.1.3 This commercial policy does not override statutory cooling-off, defect, non-delivery or misdescription rights.
5.2 Digital files cannot be physically returned; no packaging, courier or return address is required.
5.3 No physical shipping charge is made, so there is no shipping fee to deduct or refund.
5.4 A request is assessed under applicable law and the circumstances. We do not apply an automatic restocking or handling deduction to digital refunds.
6.SCOPE OF THE CHANGE-OF-MIND RESTRICTION
The restriction in section 5 concerns voluntary change-of-mind remedies only.
6.1 It applies to the supplied or downloaded Digital Products sold through this Website.
6.2 It does not exclude a valid claim for corrupt, inaccessible, incorrect or materially misdescribed files.
6.3 It does not exclude a refund or other remedy for non-delivery where the law requires one.
6.4 It does not exclude any applicable statutory cancellation right.
6.5 We do not treat all digital downloads as unsealed software or media for purposes of ECTA.
6.6 Consent to immediate supply only has the legal effect that applicable South African law permits.
6.7 Claims relating to duplicate or mistaken payments will be investigated on their facts.
6.8 A problem caused solely by misuse, unauthorised alteration or failure to meet accurately disclosed system requirements may not establish a product defect. Our own error and non-waivable rights remain protected.
These exclusions do not remove rights relating to defective, unsafe, incorrectly supplied or misdescribed products.
7.DEFECTIVE OR UNSAFE DIGITAL PRODUCTS
7.1 Goods supplied to Consumers are subject to the statutory warranty of quality under the CPA where applicable.
7.2 If goods fail to meet the standards required by the CPA within six months after delivery, a Consumer may be entitled to return them and choose a repair, replacement or refund, subject to the Act and the circumstances.
7.3 We may request reasonable diagnostic information to assess a reported defect and its cause. Our review cannot replace a remedy the law entitles you to choose.
7.4 If a repaired product fails again within the period protected by the CPA, further statutory remedies apply where the Act requires them.
7.5 Any additional product warranty supplements, and never replaces, non-excludable statutory rights. No additional warranty is promised unless expressly stated.
8.CORRUPT OR INACCESSIBLE DOWNLOADS
8.1 Notify us as soon as reasonably possible if a supplied file is corrupt, incomplete or inaccessible.
8.2 Provide the order number, affected file name and relevant error details or screenshots.
8.3 We will investigate and provide the appropriate remedy, which may include restored access, a corrected file, repair, replacement or refund, subject to your statutory choice where applicable.
8.4 Prompt notice assists investigation but does not shorten a statutory claim period.
9.INCORRECT, INCOMPLETE OR MISDESCRIBED ORDERS
If we supply the wrong Digital Product, omit a file or materially misdescribe content, notify us. We will investigate and provide the correction, replacement, refund or other remedy required by applicable law at no additional charge for our error.
10.DIGITAL CONTENT AFTER CANCELLATION OR REFUND
10.1 Where a valid cancellation or refund ends your licence, stop using and delete the affected content and copies to the extent required by the applicable licence and law.
10.2 No physical packaging or shipment is required.
10.3 Reasonable steps to end access or confirm deletion must not delay a statutory refund or impose an unlawful obstacle to exercising consumer rights.
11.NO RETURN-SHIPPING OR RESTOCKING FEES
11.1 There are no physical return-delivery costs for Digital Products.
11.2 We do not charge a digital restocking, collection or courier fee under this Policy.
11.3 Statutory refunds will not be reduced by a deduction prohibited by law.
12.INSPECTION
12.1 We will investigate digital-product complaints within a reasonable time using relevant order and technical information.
12.2 Investigation must not defeat statutory rights or extend a statutory refund deadline.
12.3 We will communicate the outcome and any next steps.
13.REFUNDS
13.1 Approved refunds will normally be made to the original payment method unless another lawful arrangement is agreed.
13.2 Refunds legally due will be processed within the applicable statutory period. For other agreed refunds, we will confirm the expected processing time. CONFIRMATION REQUIRED — Franco must confirm an operational processing target before publication.
13.3 Banks and payment providers may take time to reflect a refund; this does not extend a statutory deadline binding on us.
13.4 Additional compensation or reimbursement of third-party costs will be assessed under applicable law; this Policy does not exclude a non-waivable remedy.
14.EXCHANGES
We generally do not offer voluntary exchanges after digital content has been supplied or downloaded. This does not limit a statutory replacement or another remedy required by law.
15.SCOPE — DIGITAL DOWNLOADS ONLY
15.1 This Policy covers Digital Products and support incidental to their supply.
15.2 It does not create a subscription or recurring-payment arrangement.
15.3 No physical-goods, booking or standalone-service cancellation terms apply to the digital-download purchases covered here.
16.PROMOTIONAL AND SALE ITEMS
Sale or promotional items remain protected by statutory rights. A reduced price does not by itself remove the right to return a defective or misdescribed product.
If a product was discounted because of a specific disclosed defect, that disclosed defect will not ordinarily provide a basis for a return, but other undisclosed defects and statutory rights remain unaffected.
17.GIFTS
A gift recipient may contact us about a defective product. Refunds will ordinarily be paid to the original purchaser and payment method unless another arrangement is lawful and practical.
18.ABUSE AND FRAUD
We may reject a return or take reasonable investigative steps where there is evidence of fraud, substitution, tampering, abuse of the returns process or a product not supplied by us. This does not permit us to reject a valid statutory claim without reasonable grounds.
19.COMPLAINTS
If you disagree with a decision, send a written complaint to fgermani2486@gmail.com. We will review it and respond within a reasonable time. CONFIRMATION REQUIRED — Franco must confirm a practical response target before publication.
Nothing prevents a Consumer from approaching the National Consumer Commission, a consumer court, applicable ombud, industry body or court with jurisdiction.
20.CONTACT DETAILS
Returns email: fgermani2486@gmail.com
Telephone: +27 79 463 8665
Physical return address: Not applicable — digital downloads only. Send ordinary correspondence to fgermani2486@gmail.com. The separate statutory business/legal-service address disclosure remains to be resolved in the Terms.
Operating hours: To be confirmed by Franco before publication